Service Leader- Mail and Messaging Services F/M

At Volvo Group Digital & IT, our mission is to enable value creation at scale for the Volvo Group. Through a mix of modern digital products developed by our expert development teams and services managed by our global network of suppliers, we produce digital offerings which differentiate the Volvo Group from the competition.

Volvo Group Digital & IT has a strategic goal to strengthen the Collaboration area, with a focus on providing more modern and secure solutions to our employees, increasing IT security, and improving our ability to assure compliance with both internal and external standards and regulations.

Digital Workplace Services is now looking for a Senior Service Leader Collaboration – Mail and Messaging Services

You will be reporting to the Service Area Manager of Collaboration & Telephony services area within Volvo Group Digital & IT / Infrastructure and Onsite Services/ Digital Workplace Services and will work in close collaboration with our partners, infrastructure service providers and business stakeholders in a multicultural and global environment.

Your main mission is to define Volvo strategic direction, create and maintain related roadmaps in the scope of the service area and steer developments projects and transformations accordingly. Therefore, you are strongly connected to Volvo Group stakeholders, the infrastructure partner, and other suppliers in the area.

As a Service Leader at Volvo Group, you monitor the actual services levels of your sub-portfolio, control that they are in line with targeted service levels and manage corrective actions with the supplier.

Also, the Service Leader oversees and participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc. The Service Leader is commercially responsible for services delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the suppliers.

Service Areas in scope for this role:

• • Exchange Email Services, including:
    • M365 Exchange Online
    • Exchange On-Prem (2019)
  • Client Email Services, including:
    • Outlook for Desktop
    • Outlook for Web
    • Outlook for Mobile
  • Service Integrations
    • Mail to SMS/FAX
    • Application integration with Exchange
    • Third party email services
    • M365 Apps and Add-ins for email
  • Security
    • Microsoft Defender for Office (MDO) – in collaboration with the Service Leader for Threat Protection
    • Exchange Online Protection (EOP)
    • DMARC, TLS, and other supporting security technologies
    • Microsoft Information Protection – in collaboration with the Service Leader for Threat Protection

Key responsibilities

• Govern, maintain, develop, and implement Mail and messaging services and capabilities as per above scope
• Drive continual service improvements related to the service area
• Define the strategic direction, long term plan and roadmap for the sub-portfolio based on business requirements and technical requirements
• Manage the lifecycle of the portfolio of services and devices in the service area. Define and manage the lifecycle of services catalogue, which defines what services shall be available for Volvo Group, including directly managed licenses and contracts.
• Define service area KPIs and metrics, and specify service level targets for the services in the service area
• Responsible for forecast, budget and follow-up on volumes and total costs. Drive volume and cost optimization and give input to Capacity Management
• Coordinate supplier deliveries including overall interaction model between Volvo Group and supplier stakeholders
• Ensure that the services are delivered according to contracted supplier obligations.
• Be a subject matter expert for the area in interaction towards Volvo Group, suppliers, and other stakeholders
• Oversee management of service incidents & problems with the supplier, notably handling of related escalations
• Participate in negotiations with supplier about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, with impact spanning the full partnership term
• Ensure compliance with the Security Requirements Catalog

Required experience and competencies

We are looking for intelligent, curious and self-driven individuals who are passionate about what they do and have exceptional teamwork and collaboration skills.

We’re looking for candidates with:

• Strong competence and proven experience in the Mail and messaging services  (functionalities, security measures, state-of-the-art implementations and optimizations)
• Proven experience working with ITIL & SIAM context and a service management mindset
• Collaborate with and support Security Operations Centers
• Ability to create and refine security policies and standards in conjunction with Enterprise IT Security organization and Threat Protection colleagues
• Ability to drive process and practices that promote service hygiene and lifecycle
• Ability to support email security awareness and training organization
• Data analytical skills
• Ability to get things done and executed as planned
• Ability to prepare, present and propose decisions at management level (Director, VP)
• Excellent communication & presentation skills
• Strong English written and verbal communication skills, and the ability to effectively communicate with technical and non-technical audiences
• At ease in a multi-cultural environment and work with cross-functional teams
• Interest in and ability to quickly comprehend the existing and new capabilities in the area
• Passion for structure, order, and detail.
• Strong interpersonal skills and the ability to build fruitful relationships with internal stakeholders, executives and teams in a global environment.
• Excellent research and communication skills with the ability to effectively translate needs and requirements across multiple disciplines.
• Solution oriented
• Having the ability to influence without authority
• Self-driven, autonomous and who takes initiative

What’s in it for you?

We offer a solid package of compensation and benefits, plus you will enjoy:

• Working environment where your safety, health and wellbeing come first.
• A very connected and supportive team that is eager to have you onboard
• An exciting and global working environment and being close to the customer
• Valuable experience that will contribute to your future development within the Volvo Group

Ready for the next move?

•    If you are curious to explore how we put our words into actions, follow us on LinkedIn and volvogroup.com.
•    If you want to make a real impact in your career, the transportation business is where you want to be. We look forward to meeting you.
•    Are you excited to bring your skills and disruptive ideas to the table? We can’t wait to hear from you. Apply today!

Location: Sweden (Göteborg or Skövde), France (Lyon), Belgium (Gent), US (Greensboro)

Travel required: Occasional

Application screening will start after mid-August, we look forward to receiving your application.